Why This Playbook Exists
This playbook helps you work professionally as part of an IceWarp booth team.
The hardest part of a first exhibition is often not product knowledge. It is knowing what happens around you, what your role is, and what to do next.
You should understand:
- how visitors move through the booth;
- when to engage, qualify, capture, demo, hand over, or escalate;
- what to do during rush periods;
- what to do during quiet periods;
- how the booth should look and operate;
- what happens before and after opening hours;
- how contacts and promises stay visible.
Mission
Work with a clear next step
A successful booth interaction does not just feel friendly. It moves somewhere useful.
Golden Rule
Know Your Role. Protect the Booth as a Team.
Everyone has a primary role. That role gives clarity, not a wall.
If something clearly needs attention and you are free, help.
Examples:
- Booth Operations normally watches materials. If you see an empty holder, refill it.
- Sales normally engages visitors first. During a rush, Presales can help qualify.
- Booth Operations normally watches booth flow. Anyone can acknowledge a waiting visitor.
- Booth Lead owns overall coordination. Everyone should raise issues they notice.
Role clarity prevents gaps. It should never create them.
Golden Rule
Never Lose the Chain.
Every meaningful visitor should stay connected from first contact to a clear next step.
A conversation should normally end in one of these states:
- politely closed;
- contact captured;
- visitor handed to another role;
- relevant demo started;
- deeper discussion opened;
- meeting or follow-up scheduled;
- question captured for escalation;
- PoC, commercial, or technical next step identified.
Trap
The Pleasant Dead End
A nice conversation with no next step can still be a lost opportunity. If the visitor is relevant, capture what should happen next.
Golden Rule
Nobody Becomes Invisible.
A visitor should not stand at the booth feeling ignored.
If you cannot start a full conversation immediately:
- make eye contact;
- greet them;
- show that you have seen them;
- tell them someone will be with them;
- keep the connection alive until the right person is free.
Example
“Hi, welcome. I’ll be with you in a moment.”
Simple is enough. Silence is not.
Golden Rule
If You Promise It, You Own It.
Lead capture and personal follow-up are not the same thing.
If you personally promise something, record it immediately.
Examples:
- “I’ll send you the deployment diagram.”
- “I’ll verify that.”
- “I’ll send the security document.”
- “I’ll arrange a follow-up.”
- “I’ll check this with Development or Support.”
Write down:
- who asked;
- what you promised;
- what should happen next.
Remember
A badge scan records a contact. It does not remember your personal promise for you.
Golden Rule
Demo Only What Is Ready.
Everything we demonstrate represents IceWarp.
Anything intended for presentation must be:
- checked;
- prepared;
- understood;
- ready before visitors arrive.
Do not knowingly demonstrate something broken, incomplete, unreliable, or unverified.
The goal is not to hide product limits. The goal is to avoid improvising with an environment or workflow that the team already knows is not ready.